Amending Public Assistance and Awareness Program (PAAC) Reports

March 14, 2016 REVENUE MEMORANDUM ORDER NO. 010-16 SUBJECT : Amending Public Assistance and Awareness Program (PAAC) Reports TO : All Internal Revenue Officials, Employees and Others Concerned I. Objectives This Revenue Memorandum Order is issued to: 1. Redesigned reporting format of PAAC. aScITE 2. Provide effective monitoring and evaluation on the progress of Public Assistance and Awareness Campaign (PAAC) Program. II. Identified Complaints and Codes To effectively monitor and evaluate the progress of PAAC, the existing PAAC Form No. 001-003 were redesigned to align with RMC 76-2013 on the new Customer Satisfaction Survey (CSS). In line with these changes, the questions enumerated in the Satisfaction Survey Form (SSF) were replaced with list of complaints which a taxpayer may encounter upon their visit to BIR Offices. III. Policies and Procedures The following policies and procedure shall be observed in the submission of PAAC reports. 1. The Revenue District Officers (RDOs), shall prepare a monthly report using PAAC Form No. 001 (Annex A) and to be submitted to their respective Regional Directors, not later than the 5th day of the following month; 2. Client Support Unit-Regional Office shall prepare a Consolidated Regional Monthly Report, PAAC Form No. 002 (Annex B) from PAAC Form No. 1 received from RDOs and submits to Client Support Service, Attention: the Chief, Taxpayer Service Programs and Monitoring Division (TSPMD) not later than the 10th day of the following month; and 3. The Chief, TSPMD shall prepare the Consolidated National Monthly Report using PACC Form No. 003 (Annex C) and submits to the CIR not later than the 15th day of the following month. IV. Repealing Clause All other revenue issuances which are inconsistent with this Order are hereby revoked, modified or amended accordingly. V. Effectivity This Order shall take effect immediately. HTcADC (SGD.) KIM S. JACINTO-HENARES Commissioner of Internal Revenue ANNEX A PAAC Form No. 001 (Revised 2015) Public Assistance and Awareness Campaign Report on Activities and Projects RDO No. _____, ________________ For the Month of ____________________ 1. Number of Taxpayers Served (based on logbook/computer register per queing system) HTcADC TIN COR ATP Books of SLS/SLP/ OD ONETT Alphalist Clearance/ Special Others Total Issuance Accounts SLI Certification Lane ________ ______ _____ _________ ________ ____ ______ _______ _________ _______ ______ ________ 2. Details on Dialogues and Seminars Conducted/Attended: Date Venue Topic(s) Discussed No. of Participants ________ ____________ _________________ _______________ ________ ____________ _________________ _______________ 3. Details of Media Activities Undertaken (TV/Radio Interviews, Newspaper/Other Publication Features/Others) Date Media Activity* TV/Radio Interview Print (Newspaper/Other Publications) ____________ ________________ ___________________________ * Refer to above listing, and provide details for each activity. 4. Special Events/Activities Date Details of Special Events/Activities ______________ ________________________________________ ______________ ________________________________________ 5. Number of Taxpayers who responded to the Customer Satisfaction Survey (CSS): ________ 6. Summary of Customer Satisfaction Survey (CSS) Results: 6.1 In general, are you satisfied with the services given by the Bureau of Internal Revenue? YES. _____ NO. _____ Mabagal na serbisyo MS _________ Hindi maaliwalas ang opisina HMO _________ (Slow service) (Dark and cluttered office) Mali ang forms na ibinigay MF _________ System Down SD _________ (Wrong forms given) Walang proseso sa pila WPP _________ Supladong Empleyado SE _________ (No process in the lineup) (Unpleasant personnel) Hindi Accommodating ang HAE _________ empleyado Nakaliban ang "Authorized NAS _________ (Personnel is not accommodating) signatory" (Authorized signatory on leave) Maraming papeles na kailangan MPK _________ Walang "Waiting Area" WWA _________ (So many required documents) (No "Waiting Area") ATBP _________ 7. Recommendations/Comments Indicated: aScITE _______________________________________________________________ _______________________________________________________________ ____________________________ (Signature Over Printed Name) Revenue District Officer ANNEX B PAAC Form No. 002 (Revised 2015) Public Assistance Awareness Campaign Consolidated Revenue District Office Monthly Report on Activities and Projects Revenue Region ___________ For the Month of ____________ ANNEX C PAAC Form No. 003 (Revised 2015) Public Assistance Awareness Campaign Consolidated Regional Monthly Report on Activities and Projects For the Month of ____________